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Fully Digitized cloud based solution for Mortgage Industry
Digitization of mortgage application process to make it simple, personalised and convenient in order to drive advocacy

About the Customer

Customer is a large Canadian bank and a leading financial services provider in North America, Latin America, the Caribbean and Central America, and parts of Asia. The bank trades on the Toronto (TSX: BNS) and New York Exchanges (NYSE: BNS).

Challenge

  • Lack of customer facing Omni channel solution for mortgage application
  • Lack of transparency to the customer on the progress on the application after it is submitted
  • Bank wanted to be the first Canadian bank to digitize the end to end home ownership experience

Strategy and Implementation

Tech Mahindra played a vital role in solutioning and implementing eHOME solution which was one of the major initiative for Fiscal 2018 for RESL and the aim is to create a solution that provides best in class customer experience during the entire end to end mortgage application process.

Key Features of Solution

  • Fully digitized cloud based solution for mortgage application. Customer don’t need to visit branch at any point of time during application processing, approval and funding
  • Integration with bank applications (underwriting, CIS, Customer care, Document, Notification etc.) to provide real time update to customer on their dashboard
  • Document management solution using BOX for e-HOME as well as downstream application
  • KYC automation (ID verification) by integration with third party solution
  • PEGA based application for customer care executive to support e-HOME customers
  • Rate engine solution to cater to e-HOME and other applications

Impact

Digitization of mortgage application process improved customer experience, reduced the overall cost and delivered these benefits

  • Seamless user experience
  • Accessible support on customer’s terms
  • Delivering business results
  • Transparency at every step
  • Interface that brings the brand to life
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